DO NOT BOOK, BE VERY WARY!
11/04/2019 Laura M, Bolton, United Kingdom
i booked this hotel 24 hours before arrival, i arrived at 8pm after a 4 hour drive only to be told there was no room available. i booked though Expedia and my reservation was confirmed by email and te... more
i booked this hotel 24 hours before arrival, i arrived at 8pm after a 4 hour drive only to be told there was no room available. i booked though Expedia and my reservation was confirmed by email and text. i had booked an Executive Room.
As a lone female traveller you can imagine my horror of potentially having no bed for the night
on questioning the staff member at check in i could see my name on his computer screen, he tried to blame Expedia, he was not very apologetic, he then proceeded to ring round other local hotels to get me a room, not my choice as the customer!
As a seasoned traveller, my opinion is they had resold the room i had booked at a higher price!
i would be very careful booking this hotel.
on another note i got a room at the South Milford Hotel, go there, room was fine, staff and food lovely!....i am very lucky they had availibility or i would have had to have slept in my car less
14ElaineBWMilford, Revenue Manager at Best Western Plus Milford Hotel, responded to this review
Dear Laura,
I would like to begin by offering our whole hearted apologies regarding the issue with your recent reservation. This week we have been in transition between our booking management systems and unfortunately had a period where external agents such as booking.com/expedia were not linking with our systems as they should.
I fully appreciate this is not of concern to you and we worked tirelessly to ensure we limited any impact on our guests and it was an honest mistake. From the 24 hours from you making your reservation to arrival there were no changes to our rates, and I can assure you we did not release your room for a higher rate. That is not the way we do business here at Best Western nor would we ever condone that practice.
Our Head Receptionist understood the predicament and was trying to help in booking you out to another hotel and I apologise if this was not handled perfectly, however he was trying his hardest in what was a difficult situation.
I genuinely hope we are afforded the opportunity to welcome you back to our Hotel again in the future, we work hard to offer the best guest experience, and this was a disappointing situation for us to have had to manage.